#Call queue full#

#Call queue full#

When the queue is full and/or after a configurable wait time, calls may be asked by an interactive voice response (IVR) application which option they prefer “press 1 to continue waiting, press 2 to leave a voicemail for a callback.” Alternatively, calls may be routed to a backup call queue, an external phone number (e.g. Simultaneous agent selection alerts the greatest number of agents per call, but it is the slowest distribution method since calls are distributed one-at-a-time vs multiple concurrently, and is frequently used when answering calls is a secondary responsibility for the agent.Īgents who miss calls, are busy or whose statuses are set to “Do not disturb” or “Do not accept queue calls” are skipped.įor all distributions when agents are not available, calls are given hold music until the next available agent answers the call. The call rings until answered or maximum wait time expires. Simultaneous agent selection distributes calls one-at-a-time to all available agents. When the list of agents is exhausted, it starts over from the beginning.įigure 2: Sequential Call Distribution 3. Agents who miss calls, are busy, or whose statuses are set to “Do not disturb” or “Do not accept queue calls” are skipped. Multiple calls are distributed concurrently to available agents in the order configured. Call queue agents are always selected in the order configured, so the most-skilled agents are typically configured first while new agents in training are configured toward the bottom of the list. SequentialĪlso known as top-down, sequential agent selection distributes calls to the agent who is best skilled to answer the call and is frequently used when training new agents. Agents who miss calls, are busy, or whose statuses are set to “Do not disturb” or “Do not accept queue calls” are skipped.įigure 1: Rotating Call Distribution 2. Idle time resets when any of the agent’s endpoints rings or is connected. Idle time begins when the call queue agent is not connected. Multiple inbound calls are distributed concurrently to the longest-idle, least-busy agents. RotatingĪlso known as “most idle agent” or “round-robin,” a rotating agent selection is the most efficient way to manage high call volumes, reduce wait times and call abandonment, and share the call queue workload. There are three call routing distribution options: How are call queue agents selected to receive customer calls? When more than one agent is available, the agent selection method determines who will receive the call. The first call received is the first call connected to a call queue agent. How are customer calls distributed to call queue agents?Ĭustomer calls are distributed to available agents using a “first-in, first-out” approach. Thank you for your interest in RingCentral.Ĭall queues, also known as Automatic Call Distribution (ACD), answer incoming calls and distribute them to employees in your organization who can help resolve an issue or answer a question.